Frequently asked questions

All you need to know about Home Emergency Response and Boiler Cover & Repair

• How do I make a claim on my Home Emergency Response policy?
• How many times can I get help each year?
• How many days do I have to wait before I can make a Home Emergency claim?
• Do you cover parts and labour for emergency repairs?
• Are there any policy excesses to pay if I make a claim?
• What emergencies are covered?
• What's covered with Boiler Service & Repair?
• What's excluded from your cover?
• Does my boiler need an annual service to be covered by Boiler Service & Repair?
• What happens if I move house?
• What types of boiler do you cover?
• How do I find the make and model of my boiler?
• My combination boiler is 14 years old, can I get cover for it?
• If my boiler is 15 years old at renewal, will you offer renewal terms?
• Is my boiler covered in the summer months?
• How many boiler breakdown claims can I make?
• What is a “complete failure” of the boiler system?
• How do I arrange a boiler service?
• Can I move my boiler service to a different date?
• Will I get a boiler safety certificate?
• What happens if my boiler fails the safety inspection?

How do I make a claim on my Home Emergency Response policy?

Call 1890 252 626 our 24/7 emergency help- line. We will send a reliable tradesperson to your home.

How many times can I get help each year?

You can make up to 4 claims a year. Each one will cover up to a maximum of €2000 for labour, parts, materials including VAT.
Under Boiler Cover Service & Repair you can also make up to 4 claims per year. Each one will cover up to a maximum of €2000 for labour, parts, materials including VAT.

How many days do I have to wait before I can make a Home Emergency claim?

You can make a claim from the 15th day following your policy start date. This only applies at the start of your policy and not when you renew your cover.

Do you cover parts and labour for emergency repairs?

Yes, for each Home Emergency Response claim you make , callout, labour, parts and materials are covered up to a value of €2000 including VAT.

Are there any policy excesses to pay if I make a claim?

There are no policy excess or call out fees to pay for Home Emergency Response or Boiler Service & Repair

What emergencies are covered?

• Burst Pipes
• Blocked Drains
• Blocked toilet waste pipes
• Leak in flexible appliance hose causing a water leak
• Leaking central heating pipes/radiators
• Water leaking from a toilet cisterns, shower fixtures & cannot be controlled.
• Partial(at least one room) or complete failure of internal lighting or sockets in your home.
• A gas leak from the internal pipe connecting your gas appliance to the gas meter.
• The removal of rats, mice, wasps and hornets.
• Sudden/unforeseen damage to your slate or tiled roof where there’s a likelihood of flooding or a security risk.
• Lost/stolen keys for external doors
• Damaged keys or locks on external doors
• Damage to locks on external windows due to a break-in
• Broken windows.

What's covered with Boiler Service & Repair?

Cover includes an annual boiler service plus any repairs throughout the cover period to include parts and labour up to €2000 per claim up to a maximum of 4 claims per year.

What’s excluded from your cover:

• Any leaking or dripping tap that requires a new washer or replacing external overflows or replacing of boilers, cylinders, tanks, radiators and sanitary ware
• External overflows, external guttering
• External water supply pipes.
• Septic tanks, Swimming Pools installations
• Failure of boilers or heating systems that have not been inspected or serviced by a qualified person in accordance with the manufacturer’s recommendation. You may be asked to produce the inspection sheet at the time of the claim.
• Boilers over 15 years old.
• Boilers and / or heating systems that are not serviced to manufacturers recommendation
• In the event that your Boiler is found to be Beyond Economical Repair, we will cancel the policy and provide a contribution towards a replacement boiler .
• Shared water / drainage facilities
• Material / labour charges covered by manufacturer/supplier/installer
• Replacement of light bulbs and fuses in plugs.
• Loss of keys for outbuildings garages and sheds.
• Descaling and any work arising from hard water scale deposits or from damage caused by aggressive water or sludge resulting from corrosion. Breakdown or loss of or damage to domestic appliances, saniflow toilets and other mechanical equipment.
• Any Breakdown to Flushing Mechanism of toilets
• Damage to boundary walls, hedges, fences or gates.
• Pests or vermin outside the main dwelling e.g. in garages and other outbuildings.
• LPG fuelled, oil fired, solid fuel fired, warm air, solar and un-vented heating systems or boilers with an output over 250,000 BTU’s or 60 Kw/hr.
• Electricity supply to, or failure of burglar/fire alarm systems, CCTV surveillance or to swimming pools and their plumbing or filtration systems

Does my boiler need an annual service to be covered by Boiler Service & Repair?

We can cover boilers which have been serviced in the preceding 24 months and maintained according to the manufacturer’s instructions. Most manufacturers recommend an annual inspection and safety check.

What happens if I move house?

You can transfer your Home Emergency Response cover as long as your new property is eligible. Call us on 6497448 to let us know about your change of address.

What types of boiler do you cover?

• Conventional gas boilers up to 15 years old
• Gas Combination boilers up to 15 years old
• Condensing gas boilers up to 15 years old.
• Oil boilers up to 15 years old.

How do I find the make and model of my boiler?

The make and model of your boiler should be located on the front panel of your boiler, if its not on the front panel it will be in the manufacturers manual.

My combination boiler is 14 years old, can I get cover for it?

If your boiler is within the age limit at the start of the cover year, we will cover it for the full year.

If my boiler is 15 years old at renewal, will you offer renewal terms?

No, if your boiler is 15 years or older at point of renewal we will not offer renewal terms.

Is my boiler covered in the summer months?

Yes, boiler breakdown cover is for a full 12 month period without any exceptions.

How many boiler breakdown claims can I make?

You can make up to 4 claims under Boiler Service & Repair where your boiler suffers a “complete failure or partial” where you are left without hot water, heating or both.

What is a “complete failure” of the boiler system?

A “complete failure” of the system is considered to have happened if your system stops producing hot water or you are completely without central heating.

How do I arrange a boiler service?

We’ll call you to arrange a date for your boiler service. We’ll give you a 3-4 hour time slot for the engineer’s arrival. Our usual servicing hours are 0800 - 1800 Monday to Friday.

Can I move my boiler service to a different date?

Yes, if you give us more than 24 hours notice, you can rearrange the appointment without charge. If you rearrange the appointment within 24 hours of the appointment we may charge an attendance fee.

Will I get a boiler safety certificate?

Yes, if your boiler passes the safety inspection part of the service you will receive a dated certificate as proof of service and safety inspection.

What happens if my boiler fails the safety inspection?

An initial boiler inspection is carried out if you choose Boiler Service & Repair cover. If your system fails the inspection the engineer will explain any remedial work that needs to be done before we can commence your cover.
Remedial work is not covered by your policy, so you are responsible for the cost of any work that’s required. Our AA tradesman will advise and quote a price for repair. You must proceed with the remedial work through AA within 14 days of the initial inspection. If you do not complete the work within this timeframe all cover will cease and policy will be cancelled.